Udemy
Customer Success Manager, Scaled Enterprise
Udemy, San Francisco, California, United States, 94199
About Us
At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.
This hybrid position requires two days per week in our San Francisco office.
About You
You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.
About This Role
We’re looking for an innovative, strategic Customer Success Manager to manage a book of business of Mid-Market & Enterprise customers (organizations with 2,000+ employees) accounts in North America who have purchased Udemy Business for small-to-medium-sized teams and departments. Reporting to the Manager of Scaled Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion.
You’ll become an expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department.
What you'll be doing:
Manage a book of approximately 250-300 Enterprise Udemy Business customers in North America and be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies.Renew customer contracts and partner with Sales to achieve retention and upsell targets.Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments.Be an expert on the UB Platform with a deep understanding of our technology and content.Surface customer requests and help translate customer feedback into product requirements.Conduct online product trainings for existing and new customers and schedule and lead customer meetings.Respond to questions from customers directly or route questions to appropriate resources for training or support.Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs.
What you’ll have:
3+ years of Customer Success experience in B2B SaaS organizations, or 2+ years working with Enterprise clients in B2B SaaS organizations.Proven experience identifying, nurturing, and successfully expanding existing customer accounts.Been accountable to a revenue goal.Superior project management, time management and organizational skills; excellent attention to detail and ability to prioritize wisely and a data-driven approach.Comfort innovating and evolving within your role.Experience collaborating across teams toward a common goal and experience with customer journey mapping and customer segmentation.Experience with designing and implementing scalable customer communications and programs.The ability to thrive in fast-paced, ambiguous environments and familiarity with Gainsight, Salesforce, and/or Zendesk (a plus).
Life at Udemy
We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:
We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first.Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression.Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures.We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.
Our Benefits Start With U
Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:
Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage.HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions.Transgender Benefits: Expanded medical coverage for gender-affirming care.Parental Benefits: Financial assistance for fertility, adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement.Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support.Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development.Retirement: Pre-tax and Roth 401(k) plan with an employer contribution.Charitable Giving: Corporate charitable match for eligible nonprofits and charities.Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly.Holidays: Twelve paid holidays throughout the year.
Hiring Compensation Range
$96,000—$120,000 USD
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At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.
This hybrid position requires two days per week in our San Francisco office.
About You
You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.
About This Role
We’re looking for an innovative, strategic Customer Success Manager to manage a book of business of Mid-Market & Enterprise customers (organizations with 2,000+ employees) accounts in North America who have purchased Udemy Business for small-to-medium-sized teams and departments. Reporting to the Manager of Scaled Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion.
You’ll become an expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department.
What you'll be doing:
Manage a book of approximately 250-300 Enterprise Udemy Business customers in North America and be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies.Renew customer contracts and partner with Sales to achieve retention and upsell targets.Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments.Be an expert on the UB Platform with a deep understanding of our technology and content.Surface customer requests and help translate customer feedback into product requirements.Conduct online product trainings for existing and new customers and schedule and lead customer meetings.Respond to questions from customers directly or route questions to appropriate resources for training or support.Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs.
What you’ll have:
3+ years of Customer Success experience in B2B SaaS organizations, or 2+ years working with Enterprise clients in B2B SaaS organizations.Proven experience identifying, nurturing, and successfully expanding existing customer accounts.Been accountable to a revenue goal.Superior project management, time management and organizational skills; excellent attention to detail and ability to prioritize wisely and a data-driven approach.Comfort innovating and evolving within your role.Experience collaborating across teams toward a common goal and experience with customer journey mapping and customer segmentation.Experience with designing and implementing scalable customer communications and programs.The ability to thrive in fast-paced, ambiguous environments and familiarity with Gainsight, Salesforce, and/or Zendesk (a plus).
Life at Udemy
We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:
We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first.Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression.Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures.We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.
Our Benefits Start With U
Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:
Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage.HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions.Transgender Benefits: Expanded medical coverage for gender-affirming care.Parental Benefits: Financial assistance for fertility, adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement.Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support.Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development.Retirement: Pre-tax and Roth 401(k) plan with an employer contribution.Charitable Giving: Corporate charitable match for eligible nonprofits and charities.Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly.Holidays: Twelve paid holidays throughout the year.
Hiring Compensation Range
$96,000—$120,000 USD
#J-18808-Ljbffr